BSBLED501: Assessment 1 - Develop a Workplace Learning Environment

This document presents a completed assignment for BSBLED501, focusing on developing a workplace learning environment through a Training Needs Analysis (TNA). The assignment involves analyzing skill gaps within a simulated administrative supervisor role at Sea View Software Company. It includes scenarios of employee interactions, supervisor comments, and detailed explanations of the TNA methods, feedback gathering, and analysis processes. The assignment covers various aspects of the role, such as answering phones, responding to emails, ordering stationery, making appointments, and handling client follow-up calls. The document also provides a comprehensive analysis of the employee performance, and identifies areas for improvement. This assignment provides a practical application of leadership and management principles within a workplace setting.

Student Assessment | BSBLED501
BSBLED501 - ASSESSMENT COVER SHEET
This form is to be completed by the assessor and used as a final record of student competency.
All student submissions including any associated checklists (outlined below) are to be attached to this cover sheet before
placing on the students file.
Student results are not to be entered into the Student Management Database unless all relevant paperwork is completed
and attached to this form.
Student Name:
Student ID No:
Final Completion Date:
Unit Code: BSBLED501
Unit Title: Develop a workplace learning environment
Please attach the following documentation to this form
Result
S = Satisfactory
NS = Not Satisfactory
NA = Not Assessed
Reassessment
S = Satisfactory
NS = Not Satisfactory
NA = Not Assessed
Assessment 1
 Develop a TNA
 Implement a TNA
 Develop a Learning Program
S | NS | NA S | NS | NA
Assessment 2  Implement a Learning Plan S | NS | NA S | NS | NA
Assessment 3  Develop a policy/procedure report S | NS | NA S | NS | NA
Assessment 4  Written Assessment attached S | NS | NA S | NS | NA
Final Assessment Result for this unit C / NYC
Assessor Notes: (inclusive of reassessment, reasonable adjustment, further opportunities for gap training etc): ______________
Student Declaration: I declare that I have been assessed in this unit,
and I have been advised of my result. I also am aware of my appeal rights.
Name: ____________________________
Signature: ____________________________
Date: ____/_____/_____
Assessor Declaration: I declare that I have conducted a fair, valid,
reliable and flexible assessment with this student, and I have provided
appropriate feedback
Name: ____________________________
Signature: ____________________________
Date: ____/_____/_____
Administrative use only
Entered onto Student Management Database  ________________
Date Initials

Student Assessment | BSBLED501
ASSESSMENT 1 – STUDENT INFORMATION
Please follow the instruction carefully prior to commencement of the assessment task.
Part A
You are to develop a Training Needs Analysis (TNA) for a particular area within a workplace of your
choice. It is important that the Training Needs Analysis is mapped to your chosen industry
benchmarks. It must be able to identify and analyse the skill gaps of the individual by using a range of
methods and sources.
Along with submitting your TNA, you are to provide a written report that:
- Explains your reasons for the TNA methods chosen?
- Details how you will establish gaps in knowledge and skills?
- Explains how you would gather feedback about a team member’s performance.
- Details the sources would you refer to in order to source this information?
- Describes how will you analyse the feedback from these sources and also take into account
other information you have obtained about their performance?
- Details any other information could you refer to find out where skill gaps are?
Part A - Develop a training Needs Analysis (TNA)
Scenarios My role as an administrative supervisor role within Sea View Software
Company. My employer has recently taken on 2 new part-time workers
with varying skills and abilities. Their roles include answering phones,
responding to general emails, ordering and maintaining stationary, making
appointments for sales staff, data entry and performing follow up calls to
clients to gather feedback on service received.
Duties: Employee # 1
 Answering phones:
Customer enquiry about the price of Payroll software developed by
Sea View Software Company.
Worker 1# Good morning. My name is X, how can I help you?
Customer# Hi. I called you couple of time but no one pick up the
phone. What’s going on?
Worker 1# Apology Sir. The receiver did not place properly, so we did
not hear any rings.
Customer# That’s ok. Could you please let me know about the pricing
for payroll?
Worker 1# Yes, Off course. Could I clarify couple of things which will
determine what sort of Payroll software you are looking for?
Customer# Ok. Carry on.
Worker 1# How many people use this software?
Customer# around
Worker 1# Do you need desktop or online version?
Customer# Online
Worker 1# Sir, we have a good price for you $20,000.00 and it come
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with 1-year full service.
Customer# Ok, great.
Worker 1# Do you need any more information?
Customer# It’s ok for today.
Worker# Have a great day. Need any more information give us call or
email: [e-mail]
Customer # Have a great day.
Supervisor comments:
 Responding to general emails: Send an email to the customer
regarding price enquiry
Official Format:
Hi [name],
Thank you for showing interest in [our product/service]. By taking this
initial step, you are already well on your way to meeting our
requirements.
For our prospective customers, we [describe a special offer].
[Describe the unique value and benefits of your offer for your
audience.] Please let us know if you would like us to help you find a
[solution]! Give us a call/Email us at [Insert your contact information].
Best regards,
[Your name]
Hi Sir or Madam,
Thank you for showing interest in ours product. By taking this initial
step, you are already well on your way to meeting your For our
prospective customers, we have a good offer within three years
service we will give you 20% off. Please let us know if you would like
us to help you find soluaton for this and Give us a call/Email us at ….
Best regards,
Mr. X.
Supervisor Comments:
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 Ordering and maintaining stationary: Check the stationary and order
online
Worker 1# Do you know the how to order stationary?
Worker 2# Yes, I know. Could you please follow my instruction?
Worker 1# Could you please place for today?
Worker 2# Ok. I will
Worker 2 then Check the stationary and take the notes and order
online by their OfficeSoft.
Supervisor comments:
 Making appointment for sales staff: Make appointment for sales staff to
respective company
Worker 1# Good morning. My name Mr. X calling from Sea View
Software Company want to make an appointment for Mr. Z.
Opposite end# Yes, You can send him during 1-2 pm.
Worker 1# that’s great. Have a nice day
Opposite end# you too.
Supervisor comments:
 Data entry
Supervisor comments:
 Preforming follow up calls to clients to gather feedback on service
received
Worker 1# Good afternoon Sir, I am calling for Sea View Software
Company. This is a follow up call for your feedback. Thank you to
giving us update regarding service from delivery driver.
Customer# Great.
Worker 1# We already took necessary steps and escalate to the
higher management. They will decide and we let you know the
outcome.
Customer# Thanks.
Supervisor comments:
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Duties: Employee # 2
 Answering phones:
Customer enquiry about the price of Payroll software developed by
Sea View Software Company.
Worker 1# Good morning. My name is Y, how can I help you?
Customer# Hi. I called you couple of time but no one pick up the
phone. What’s going on?
Worker 1# What? We did not hear anything.
Customer# Could I talk with your manager or supervisor.
Worker 1# Yes you are talking. I am manager.
Customer# cool. Could you please let me know about payroll
software?
Worker 1# Hold on, just wait for minutes.
Customer# ooooooh
After 5 minutes
Worker 1# Are you still in there?
Customer# Yes, I am.
Worker 1# OK. I divert the call to sales department
Customer# Ok, great.
Supervisor comments:
 Responding to general emails: Send an email to the customer
regarding price enquiry
Official Format:
Hi [name],
Thank you for showing interest in [our product/service]. By taking this
initial step, you are already well on your way to meeting our
requirements.
For our prospective customers, we [describe a special offer].
[Describe the unique value and benefits of your offer for your
audience.] Please let us know if you would like us to help you find a
[solution]! Give us a call/Email us at [Insert your contact information].
Best regards,
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[Your name]
Hi Sir or Madam,
Thank you for showing interest in ours product. By taking this initial
step, you are already well on your way to meeting your
For our prospective customers, we have a good offer within three
years service we will give you 20% off. Please let us know if you
would like us to help you find soluaton for this and Give us a
call/Email us at ….
Best regards,
Mr. y.
Supervisor Comments:
 Ordering and maintaining stationary: Check the stationary and order
online
Worker 1# Do you know the how to order stationary?
Worker 2# Yes, I know. Could you please follow my instruction?
Worker 1# Could you please place for today?
Worker 2# Ok. I will
Worker 2 then Check the stationary and take the notes and order
online by their OfficeSoft.
Supervisor comments:
 Making appointment for sales staff: Make appointment for sales staff to
respective company
Worker 2# Good morning. My name Mr. y calling from Sea View
Software Company want to make an appointment for Mr. Z.
Opposite end# Yes, You can send him during 1-2 pm.
Worker 2# Shut up. That time he will go for launch. Could you look
into another time?
Opposite end# you. What about 4-5pm.
Worker 2# you are idiot.
Opposite end# …Cut the phone line…
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Student Assessment | BSBLED501
Supervisor comments:
 Data entry
Supervisor comments:
 Preforming follow up calls to clients to gather feedback on service
received
Worker 2# Good afternoon Sir, I am calling for Sea View Software
Company. This is a follow up call for your feedback. Can you hold a
sec.
Customer# okkk.
Worker 2# Ok sir we already took necessary steps. Thanks a lot, bye
Customer# bye
Supervisor comments:
Executive
summary
Introduction
Reason to
choose TNA
methods
Details on
establish gaps in
knowledge and
skills
Details on
gathering
feedback about a
team member’s
performance
Details the
sources refers to
in order to source
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Student Assessment | BSBLED501
this information
Analyse the
feedback from
these sources
and also take
into account
other information
obtained about
their
performance
Details any other
information could
refer to find out
where skill gaps
are
Conclusion
References  www.atic.edu.au
 www.google.com
 www.wikipedia.org
Part B
Using the TNA developed in Part A, you are to conduct a skills analysis on a colleague. Provide the
completed skills analysis as evidence (this will be observed by your assessor)
Part B – Skills analysis
Scope Who is in
charge of the
process
When to conduct a skills gap
analysis
How to response to
skills gaps
Employee #
1
Employee #
2
Part C
Relating to the outcomes of Part B, you are to develop a long term learning plan for developing the
skills gaps identified. Your learning plan may include:
 Codes of conduct
 Key Performance Indicators
 WHS Requirements
 Negotiated agreement with the individual
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 Performance Standards
 Team competencies
 Work options and processes
 Team roles and responsibilities
Your learning plan must include a strategy to ensure that it reflects the diversity of your learners needs
You are to hand in your long term learning plan for assessment
Please feel free to talk with your assessor if you require any clarification of these tasks
Evidence summary - you are to
 Prepare and submit a comprehensive Training Needs Analysis as outlined above
 Submit your completed the Training Needs Analysis
 Submit your long term learning plan
Part C – Learning plan and Session plan
Learnin
g Plan
for new
staff
member
Learning Plan
Name:
Date:
Identified need Action
Competency or task
Organisational
objective
Identified learning
goal
 Codes of conduct
 Key Performance Indicators
 WHS Requirements
 Negotiated agreement with the individual
 Performance Standards
 Team competencies
 Work options and processes
 Team roles and responsibilities
Why is this learning
important to you and
your job?
How will you
accomplish this
goal?
How will you
demonstrate that
you have attained
your goal?
Learning Plan
Name:
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Date:
Identified need Action
Competency or task
Organisational
objective
Identified learning
goal
 Codes of conduct
 Key Performance Indicators
 WHS Requirements
 Negotiated agreement with the individual
 Performance Standards
 Team competencies
 Work options and processes
 Team roles and responsibilities
Why is this learning
important to you and
your job?
How will you
accomplish this
goal?
How will you
demonstrate that
you have attained
your goal?
Session
Plan 1 Candidate Name:
Date:
Session Overview:
Topics:
Performance Criteria:
Aids/Resources: Websites: Training Props:
Session
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Student Assessment | BSBLED501
Plan 2
Candidate Name:
Date:
Session Overview:
Topics:
Performance Criteria:
Aids/Resources: Websites: Training Props:
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ASSESSMENT 2 – STUDENT INFORMATION
Please follow the instruction carefully prior to the commencement of the assessment task.
Following from Assessment 1, you are to follow the implementation of your learning plan with
your learner you were allocated to. This will require you to:
 Encourage your learner to follow their learning plan
 Assist your learner in identifying and applying your chosen learning strategies
 Encourage each learner to continually assess their own competencies to identify their
own learning and development needs
 Determine the type (and extent) of any additional work-based work that is required
 Obtain feedback and continually update / enhance your learners learning program
 Maintain records of your learners progress
Assessment Summary
 Your assessor will observe you implementing the learning plan with your learner
 You are to submit the records of student progress for submission
Observation
Encourage learner
to follow their
learning plan
Assist learner in
identifying and
applying chosen
learning strategies
Encourage each
learner to
continually assess
their own
competencies to
identify their own
learning and
development
needs
Determine the
type of additional
work-based work
that is required
Obtain feedback
and continually
update / enhance
your learners
learning program
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Maintain Records
to learner progress
Observation
evidences
Did the candidate follow all these steps? Yes No Comments
Encourage your learner to follow their learning plan
Assist your learner in identifying and applying your
chosen learning strategies
Encourage each learner to continually assess their
own competencies to identify their own learning and
development needs
Determine the type (and extent) of any additional
work-based work that is required
Obtain feedback and continually update / enhance
your learners learning program
Maintain records of your learners progress
Encourage your learner to follow their learning plan
Comments:
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ASSESSMENT 3 – STUDENT INFORMATION
Please follow the instruction carefully prior to commencement of the assessment task.
For this task, you are required to research and develop a written strategy for a business that provides
for internal staff improvement. This strategy should include:
 A detailed policy and procedure that covers staff development including:
o Identification
o Staff consultation and communication
o Problem identification and resolution
o Record keeping process
o Balance of both work based and structured learning
o Implementation process
o Ongoing evaluations
 A written report that outlines the importance of maintaining an effective learning environment
within an organisation
Be sure to align this process with an industry (service, sales, etc) that you are looking to enter on
completion of this course. If you are struggling to identify a suitable industry, please talk to your
assessor for guidance
This project needs to be presented at an acceptable industry level. This means it should be
comprehensive, and in a format that can be implemented into the workplace
Staff Development
A detailed policy and procedure that covers staff development
Identification
Staff consultation
and communication
Problem
identification and
resolution
Record keeping
process
Balance of both
work based and
structured learning
Implementation
process
Ongoing
evaluations
A written report that outlines the importance of maintaining an effective learning
environment
Executive Summary
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Introduction
Way of the
maintaining an
effective learning
environment
Importance of
maintaining an
effective learning
environment
Recommendations
Conclusion
References
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ASSESSMENT 4 – WRITTEN ASSESSMENT
Student Instructions
Written Assessment
 This assessment will be undertaken in the classroom, under test conditions.
 This is a closed book written assessment
 Time allocated: 2 hours
 Do not cheat during this assessment. If you repeatedly talk, or are caught cheating (which includes copying answers from other
people or sources), you will be removed from the classroom and your assessment will be marked as “incomplete”. This means your
assessment will not be marked, and any opportunity for re-assessment will be subject to the outcome of an Appeal Process
or Disciplinary Hearing.
 Ask your assessor if you do not understand a question. Whist your assessor cannot tell you the answer, he/she may be able to
re-word the question for you
 Reasonable adjustment: If you require any adjustments to accommodate a need in order to complete this assessment, please talk
to your assessor. Arrangements will be put in place to ensure a fair and flexible approach is undertaken for this assessment. Please
note that the range or nature of the adjustment will ensure that the outcomes of the unit are not compromised.
 Re-assessment: If you do not achieve the required standard, you will be given the opportunity to be re-assessed by our Assessor.
Arrangements will be made on an individual basis.
 Feedback: Your assessor will provide feedback to you after the completion of the assessment. Your trainer assessor will also
explain your rights to appeal under the colleges’ appeals process.
Questions
1 Explain what coaching and mentoring is and the differences between the two.
2 What are the benefits of having both coaches and mentors in organizations?
3 List and describe 4 different staff motivation techniques you could put into a workplace to
assist in staff development.
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4 What are the importance of feedback forms when evaluating skill development
5 What learning and development needs may you identify within an organisation (list 4)?
6 Detail 4 different learning delivery methods, and their benefits.
7 Describe the benefits of goal setting, along with how you can apply this process.
8 In your own words, describe the principles and techniques involved in performance
measurement?
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9 Describe Honey & Mumford’s Activist, Pragmatist, Reflector, Theorist
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ACTIVIST
PRAGMATIST
REFLECTOR
THEORIST
10 Describe the following learning styles
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Auditory
Visual
Kinaesthetic
11 Describe how the management of workplace relationship impacts on the organisations
learning environment
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12 Describe the following group behaviour theory
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Social Identity
13 Describe the following leadership styles
Authoritarian (autocratic)
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Delegative (free reign)
Participative (democratic)
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14 In the space provided, you are to provide a step by step process on how to deal with
complaints.
15 Why are complaints important?
16 List 4 common reasons for others being intentionally difficult
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